Next up in our Meet our Experts blog series is Sean O’Neill! Sean is a SOLIDWORKS Senior Support Engineer at Fisher Unitech based out of our Horsham, Pennsylvania office and has handled thousands of technical support cases along with delivering training on multiple products within the SOLIDWORKS portfolio.
After graduating from Villanova University, Sean worked in the building products industry before joining Prism Engineering in 2012. Keep reading to learn more about Sean and his passion for continuing to provide an exceptional customer experience.
Here at Fisher Unitech, we thrive to maintain our exceptional customer satisfaction rating by listening to our customers and making sure that we are available in more ways than one to answer any questions that arise. Coming from not only a technical background, Sean’s past marketing and leadership roles have given him a unique perspective on customer support.
Here’s what Sean had to say when I asked him about the technical customer support experience at Fisher Unitech.
What does the customer experience mean to you?
It is important to realize that the customer experience will happen, with or without you. It is up to a given organization to define and truly believe in what it means to be of service to their customers. As a value-added partner, you need to set the expectation for how we can and will add value at the onset of the customer journey. From thereon, it is important to certify that: a) we have the talent and resources to meet those expectations, and b) these expectations are in line with our goals and aims as an organization. These pillars are integral in ensuring that your customer relationships will prosper — not only today, but in the future.
How do we continuously hold an exceptional customer support rating?
Upon joining the team 5 years ago, one thing I noticed was the management team’s approach to developing and sustaining customer relationships. In leadership roles, you need to try to encourage a trickle-down effect to this end. Over time, I’ve been a go-to for advice on support case handling, technical marketing content, and API/Tech Doc. support, in addition to my duties as a SOLIDWORKS 3D CAD Support Engineer.
Did you know…?
Sean is a Certified SOLIDWORKS Expert (CSWE), a SOLIDWORKS World Presenter, and a former SOLIDWORKS VAR Marketing Manager. He loves programing, business, and basketball (especially the Philadelphia 76ers).
Sean has contributed many articles including tips and tricks on the Fisher Unitech blog. You can follow him on Twitter at @ServicePackSean.
Watch the recorded webcast “Sell Your Products Faster: Render Before Reality with SOLIDWORKS Visualize” where Sean discusses how SOLIDWORKS Visualize allows you to render high resolution images, create crisp clear product motion videos, and more.
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About the Author
Angelle Erickson writes about how companies are using innovative technologies, such as 3D printers and SOLIDWORKS software to increase productivity, improve product development processes, and maximize business potential.